基于FreeSWITCH的智能语音外呼系统的设计与优化  

Design and optimization of an intelligent voice outcall system based on FreeSWITCH

作　　者：郝锐朋 周军[1] 白兴 肖素杰 HAO Ruipeng;ZHOU Jun;BAI Xing;XIAO Sujie(Institute of Acoustics,Chinese Academy of Sciences,Beijing 100190,China;University of Chinese Academy of Sciences,Beijing 100049,China)

机构地区：[1]中国科学院声学研究所,北京100190 [2]中国科学院大学,北京100049

出　　处：《微电子学与计算机》2024年第7期110-118,共9页Microelectronics & Computer

基　　金：中国科学院青年创新促进会项目(E1291902)。

摘　　要：FreeSWITCH作为目前主流的电话软交换平台,是呼叫中心的重要组成部分,实现了网络客户端、模拟电话、手机之间的互相拨号通话。基于FreeSWITCH软交换平台,设计了外呼会话流程控制方案,主要实现语音识别、语音合成、自然语言处理之间的流程控制,支持语音智能打断播报、按键检测、通话状态检测、转人工等功能,涵盖了全面的人机对话交互流程事件应答;改进了Unimrcp自有的语音端点检测方法,提高了有效音检测的准确性;通过Unimrcp架构集成了语音识别和语音合成能力交互逻辑,提升用户体验;同时,针对FreeSWITCH智能外呼语音打断功能进行优化,有效的解决了网络异常情况下,外呼交互过程中出现中断的问题。As the current mainstream telephone softswitch platform,FreeSWITCH is an important part of the call center and realizes mutual dial-up calls between network clients,analog phones,and mobile phones.Based on the FreeSWITCH softswitch platform,the outbound conversation flow control scheme is designed,which realizes the flow control between speech recognition,speech synthesis,and natural language processing,and supports functions such as voice intelligent interrupt broadcast,button detection,call status detection,and manual transfer,covering a comprehensive human-machine dialogue interaction process event response;improving Unimrcp's voice activity detection method,improving the accuracy of effective sound detection,integrating speech recognition and speech synthesis capability interaction logic through the Unimrcp architecture,and improving user experience.At the same time,it optimizes the function of FreeSWITCH intelligent outbound call interruption,which effectively solves the problem of interruption in the outbound call interaction process when the network is abnormal.

关 键 词：FreeSWITCH MRCP协议 智能外呼 语音端点检测 语音识别 

分 类 号：TN912[电子电信—通信与信息系统]